James says that the best way to scare off quick-change artists is to train your cashiers to process one transaction at a time. Complete the original transaction first and then make change. Quickchange artists can only confuse cashiers who make the mistake of managing multiple transactions at once.
"If you go one transaction at a time, they will not come back to
your store," James says.
DON'T drop your defences outside your door
DO be vigilant when entering and exiting the store
During the day, when the shop's open and cash registers ring and customers mill through the aisles, retailers naturally have their eyes open for suspicious shoppers.
But don't drop your defences just because the store's empty and it's time to go home. Be vigilant when opening and closing shop:
- When opening the store in the morning, Chris Tate, Regional Vice-President of Corporate Security and Investigation at G4S, recommends that retailers observe the store from their cars. Circle the store and inspect the rear entrance for suspicious
activity or signs of forced entry.
- When you unlock the front door at the start of the day, make sure no one is around before you open it. Lock the door behind yourself and then reset the alarm.
- If someone you don't recognize is waiting for you at the door, confront them with a smile. "Say, 'Good morning, how are you?'" says Delaney. "And take a good look at the person's face."
- When you lock up, check the store for people who may be hiding, paying special attention to places like the washroom and change rooms.
- Don't forget to close the back door. At many stores, the back door is used for more than just deliveries. Employees may duck out for a smoke break, and garbage is often carted out the back door. If you use your back door often, make sure the door is locked at the end of the night and ensure there is plenty of light out there for night employees.
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- Set the alarm and look outside the door to make sure nobody is skulking in the shadows. If you notice a suspicious person outside your door or watching you from the parking lot, call the police and ask them to drive past your store. "If something doesn't feel good, trust your gut," Delaney advises.
DON'T play the hero when confronting thieves
DO follow safe loss prevention practices
You're not the police, and you shouldn't pretend to be. Apprehending thieves, particularly if they are willing to use violence, requires professional training, but here are some tips to help you deal with a potential confrontation:
Tip #1: Deal with crooks inside the store, if possible
To successfully prosecute a thief, retailers need to give specific details to the court. Retailers need to see the theft as it happens and recount how the thief took the product off the shelf, where they hid it, and what happened after they left the store.
And that's part of the challenge for retailers: theft becomes a crime only after the product leaves the store — a potentially dangerous situation for store staff, especially if the thief has accomplices waiting outside.
For this reason, deal with suspects inside the store, if possible. James suggests that retailers approach thieves before they leave the store, and let them know they've been seen. When crooks know they're busted, they'll usually drop the goods and leave.
"I will go up to them and say, 'You know, we have baskets so you don't need to carry those things in your pocket to the cash,'" he says.
Tip #2: Use the Petty Trespass Act
Most provinces allow private establishments to ban unwanted patrons from the premises through legislation called the Petty Trespass Act. If you are inside your store and you witness someone acting in a suspicious manner, under the Act you have the right to ban them from your property.
If you choose that route, James advises retailers to simply tell the thief, "I don't like your shopping habits. I'm asking you to leave. Don't come back."
After that, say nothing else and don't get into a debate. You don't want to give the person the opportunity to turn your actions into a discrimination issue or anything more than what it was.
Tip #3: Talk to police and security consultants about proper procedures
Did you know that when you arrest somebody for theft you become
legally responsible for that person? For example, if a thief |
